1. Dimensions Of Product Quality (Garvin)
1. Performance
basic operating characteristics
2. Features
“extra” items added to basic features
3. Reliability
probability product will operate over time
4. Conformance
meeting pre-established standards

2. 5. Durability 6. Serviceability 7. Aesthetics 8. Safety
life span before replacement
6. Serviceability
ease of getting repairs, speed & competence of repairs
7. Aesthetics
look, feel, sound, smell or taste
8. Safety
freedom from injury or harm
9. Other perceptions
subjective perceptions based on brand name, advertising, etc

3. Service Quality 1. Time & Timeliness 2. Completeness 3. Courtesy
customer waiting time, completed on time
2. Completeness
customer gets all they asked for
3. Courtesy
treatment by employees e

4. 5. Accessibility & Convenience
4. Consistency
same level of service for all customers
5. Accessibility & Convenience
ease of obtaining service
6. Accuracy
performed right every time
7. Responsiveness
reactions to unusual situations

5. Producer’s Perspective Consumer’s Perspective
The Meaning of Quality
Producer’s Perspective
Consumer’s Perspective
Quality of Conformance
Quality of Design
Production
Marketing
Conformance to
specifications
Cost
Quality characteristics
Price
Fitness for
Consumer Use

6. Quality Of Conformance
Ensuring product or service produced according to design
Depends on
design of production process
performance of machinery
materials
training

7. Cost Of Quality Cost of achieving good quality Cost of poor quality
Prevention
Appraisal
Cost of poor quality
Internal failure costs
External failure costs
Cost of achieving good quality
Prevention
quality planning, product design
process, training
information
Appraisal
inspection & testing
test equipment
operator
Cost of poor quality
Internal failure costs
scrap, rework
process failure & downtime
downgrading products
External failure costs
customer complaints
returns, warranty
product liability, lost sales 18

8. Two Ways Quality Improves Profitability
Improved response
Flexible pricing
Improved reputation
Sales Gains via
Improved Quality
Increased Profits
Lower rework and scrap costs
Lower warranty & product liability costs
Reduced Costs via

9. Quality And Productivity
Productivity = output / input
Fewer defects increase output
Quality improvement reduces inputs

10. Total Quality Management
1. Customer defined quality and satisfaction
2. Top management leadership
3. Quality as a strategic issue
4. All employees responsible for quality
5. Continuous improvement
6. Shared problem solving/ Cross-discipline system approach
7. Statistical quality control: measurement of results
8. Mutually beneficial supplier relations

11. Options to Improve Quality of Conformance
Consumer Education: product labeling, instructions, online resources
Follow-up Service: Recalls, extended warranties, replacements
Inspection of Work and Product
Preventative Procedures

12. Inspection
Involves examining items to see if an item is good or defective
Detect a defective product
Does not correct deficiencies in process or product
It is expensive
Issues
When to inspect
Where in process to inspect

13. Inspection Tools
System or process problems: Statistical process control techniques
Material or lot problems: Acceptance sampling techniques

14. Control Chart Mg of salt Sample number 8 6 4 3 5 7 9 10 2 12 14 16
UCL = 9.85
LCL = 2.99
c = 6.17

15. Preventative Procedures
Improve Quality of Design: Design product/process for robustness, poka-yoke, Taguchi Statistics
Implement Six Sigma
Involve Employees: Training, empowering, soliciting input
Form strategic supplier partnerships
Remove safety nets: carrying JIT inventory and requiring minimal lead times

16. Six Sigma
Two meanings
Statistical definition of a process that is % capable, 3.4 defects per million opportunities (DPMO)
A program designed to reduce defects, lower costs, and improve customer satisfaction

17. Six Sigma Define critical outputs and identify gaps for improvement
Measure the work and collect process data
Analyze the data
Improve the process
Control the new process to make sure new performance is maintained
DMAIC Approach